Zoo Guest Experience Associate - Phone and Resource Center Support
Cleveland Metroparks
- Cleveland, OH
- $14.25 per hour
- Permanent
- Full-time
- Provides excellent customer support to Zoo guests for general inquiries, ticket sales, education offerings/sales, and special event sales. Responds to guest inquiries and resolves guest grievances by working towards appropriate resolutions to increase guest satisfaction. Refers all unresolved complaints to Manager of Guest Strategy.
- Maintains highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons, and promotions pertaining to special admissions or special events.
- Carries out duties within the Guest Resource Center which may include but are not limited to:
- Staffing the Guest Resource Center
- Guest interaction and support services
- Arranging accessibility accommodations for guests’ needs (e.g. sensory bags and wheelchair rentals)
- Registration and sales
- Cash handling
- Lost and found services
- Guest inquiries by phone call, email, mail, and in-person (which oftentimes is of a high volume particularly during events and peak season)
- Assists guests with ticketing, registration and webstore issues
- Collection, tracking of, and reminders for programmatic paperwork (e.g. waivers) and outstanding balances
- Accepts, signs for, and ensures deliveries are delivered to the proper individuals/divisions
- Completes designated portion of Zoo Dashboard for zoo-wide daily communications
- Performs related duties as assigned or apparent
- High school diploma or GED required. At least one year of customer service an cash handling experience preferred.
- Must be available to work flexible shifts that include weekdays, weekends, day shifts, evening shifts, and holidays.
- Demonstrated ability and desire to rapidly learn new skills.
- Comfortable communicating with customers via phone, in-person, and email.
- Ability to develop and maintain effective working relationships with stakeholders, including employees and the general public.
- Ability to speak and write clearly, concisely and persuasively using correct grammar, spelling and punctuation with ability to communicate one-on-one or in group settings.
- Ability to perform work with a high degree of accuracy and organization.
- Ability to work cooperatively with others.
- Proficiency in software programs including all Microsoft Office programs.
- Mature professional attitude and considerable discretion, including ability to manage confidential information.
- Ability to perform with considerable independence and initiative.
- Ability to uphold the high standards of Cleveland Metroparks by actions, appearance and attitude at all times and in all places.